[4PM EST] – We’re currently aware some users are experiencing issues uploading new content. Our main servers and our storage servers are located in different locations. Right now there is an issue with one of the providers being used to transfer data between those locations. This is resulting in slow speeds, causing the “processing” step during uploading to take longer than normal and is resulting in a generic error message for some users. We are looking at getting the route forced to another provider and will update this post when that’s completed.

[UPDATE 4:35PM EST] – We have been able to force the traffic between our main servers and our storage servers over a different provider. We are seeing significantly faster speeds and this should resolve any upload issues users were experiencing.

Our support team will have the day off tomorrow 12/25 and also New Years Day 1/1. Between the 25th and 1st we’ll be working with a reduced support staff. Please be understanding if ticket response times are higher than normal during that time. Members of our admin team will be on-call to handle any urgent system-wide issues.

On behalf of the team here at Libsyn we wish everyone a Happy Holidays and a Happy New Year!

Very early this morning our stats processing fell behind due to a failure in one of the processing jobs. We have resolved the issue and stats are process normally again now. Stats processing is currently approximately 10 hours behind and we expect it to be fully caught up within the next 3-4 hours. We’ll update this post when the stats are fully caught up.

UPDATE – November 1st – 5PM EST – The stats processing is going a little slower than expected we currently estimate another 2-3 hours before everything is caught up again. We apologize for the delay and will post another update when stats are fully up-to-date again.

UPDATE – November 1st – 8PM EST – Stats processing is completely caught up now and is continuing to run normally.

We recently published two system notices regarding trouble updating RSS feeds in iTunes (here and here). Since then, we have worked very closely with the team at iTunes to determine where the problem lies and locate a solution.

What we have learned is that iTunes is now requiring both channel (show) level images and item (episode) level images to meet iTunes image requirements. If you find your feed (whether you user the Libsyn feed or a third party feed) is having trouble updating in the iTunes store (but is otherwise valid and all episodes download properly for subscribers), make sure all your episode images and your show artwork meet the following requirements:

1400px X 1400px minimum

2048px X 2048px maximum

UNDER 500KB in physical disk size

Users rGB colorspace (as opposed to CYMK or Grayscale, etc)

Is a JPG, JPEG, or a PNG file

The catch here is many producers historically have uploaded the item (episode) image to work on their blog page, or just simply put, in the size they wish the image to be. We have provided a workaround which will allow you to use your channel (show) level image for all your items (episodes) in your RSS feed.

To use the workaround, go under Destinations –> Edit:

Next click to edit your RSS feed:

Scroll down the page to the following section and check off the provided checkbox:

It may take iTunes a few days to then update,and your feed should start working normally in the iTunes store. If it does not, please contact our support staff at support@libsynsupport.com.

[10AM EST] – We are wrapping up some prep work for doing the previously mentioned database upgrade once the prep work is completed we’ll be putting the system into maintenance mode. We’ll update this post when that occurs.

[UPDATE 11AM EST] – The system is now in maintenance mode.

[UPDATE 12:15PM EST] – We have completed the database upgrade and have brought the system out of maintenance mode. All services should be running normally now. If you run into any errors please e-mail use support@libsynsupport.com

We have been receiving reports that many producers are having trouble getting episode content to update in the iTunes store. We have been in contact with iTunes regarding this issue and they are currently working to isolate and rectify the issue. They have confirmed that the issue is not related to the producer’s RSS feed or the producer’s chosen host.

If your show's RSS feed is valid, you see your content available as a subscriber, and iTunes hasn't updated your show in the store in at least 3 days, you are likely being affected by this issue. Note again that this is not isolated to Libsyn feeds, so if you are using another method to generate your feed, you may still be affected.

The only way to fix the issue is to have iTunes index your feed manually. To request this, make sure you have your RSS feed URL and the URL to your show in the iTunes store and contact:

Let them know your show is not updating, it needs indexed, and include your RSS feed URL and the URL to your show in the iTunes store. You can also contact our support team who can work with iTunes to have your feed reindexed manually.

If you have any questions, contact our support staff at support@libsynsupport.com.

We’re replacing one of the stats servers with a brand new server today. This will cause stats processing to be paused several times throughout the day. We will update this post when the work is completed and when stats processing is all caught up.

UPDATE – 11:00AM – We’ve finished installing the new server and can confirm that stats processing is running again and is already fully caught up.

[4:40PM EST] – We’re currently aware of an issue where it is very slow to login and once you do login do anything in the Dashboard is also very slow. It appears to be caused by a higher than normal level of traffic that’s causing some excess load on our main database. We’re looking to see what we can do to resolve the issue.

[5:30PM EST] – All systems are back to normal now, we apologize for the troubles. If you are still having issues logging in or with slow performance in the interface please e-mail support: support@libsynsupport.com

We became aware of possible upload issues around 2:30 PM EST today, the issue turned out to be a network issue with one of our storage devices. It appears the issue began around 12PM EST and was resolved at approximately 2:55 PM. If you had any problems uploading during that time frame please try your upload again. Feel free to e-mail support@libsynsupport.com if you continue to have issues.

Some producers may have noticed receiving an ‘error’ upon uploading media files while publishing episodes. This error is received after the media file is successfully uploaded, but prior to successfully ‘processing’. The cause of the error is the web browser times out before realizing the file was actually successfully uploaded, and an ‘error’ is received.

If you receive this error, check under Content –> FTP/Unreleased. Any time a file is uploaded but does not successfully attach to an episode, it will always appear there. If it is, you can publish as you normally would – simply select FTP/Unreleased instead of selecting your hard drive to select the file.

As an alternative, uploading using FTP will avoid this issue entirely. We have a full walkthrough on using FTP here:

We understand this is an annoyance and an inconvenience and our development and administrative teams are working hard to make this a more seamless and positive experience going forward. If there are any questions or concerns, please direct them to our support staff at suport@libsynsupport.com.

UPDATE: We put changes into affect around the same time of this original post. We have since not received any additional reports pertaining to this issue, we believe the issue has been rectified. Any uploading issues should be sent to support@libsynsupport.com. Thank you for your patience.